Incident Management
Restore services faster with out-of-box Incident Management workflows
Leave the incident management routine to us
- Automatically convert emails coming to your support team into incidents and assign them to appropriate IT personnel.
- Resolve issues faster than ever and save your efforts with automated incident escalation and ticket auto-routing.
- Never miss any important issue and efficiently handle all incoming incidents with intelligent categorization and prioritization.
- Automate ticket assignments using smart load balancing based on technicians’ rank, skill, and workload.
- Save your technicians from typing the same responses again and again—we have baked frequently used texts into snippets. And they can bake their custom snippets, too!
- Make the process of reporting incidents as simple and convenient as possible with ready-to-use, predefined actions with specialized business logic for different incident types.
Self-Service available. Always.
- Streamline the incident management workflow by giving your end-users the capability to report incidents electronically.
- Help employees find answers to their questions with the Knowledge Base.
- Increase productivity with immediately available self-help, 24/7/365.
- Save time and sanity of your IT personnel and empower end-users to quickly find ready solutions on their own.
- Save IT department’s resources for high-priority tasks and offload trivial repeatable requests, such as password reset to self-service.
- Provide localized self-serve support all over the world in customers’ native language.
Streamline incident management with integrated email support
- Focus on customers without worrying about unread messages in your inbox.
- Automatically convert emails from your customers and notifications from hardware and software monitoring tools into incidents.
- Automate your email support processes that would otherwise consume the majority of the IT department’s time — handle email replies, update incidents, request changes, and log problems in problem management.
- Automatically notify requesters of every step to a successful incident resolution.
- Gather feedback and understand customer satisfaction with your support services using automated one-click email surveys.
Stay connected with mobile incident management
Accelerate response and resolution with the Alloy ITSM Platform on iOS and Android.
- Keep your technicians connected to the service desk anywhere, anytime using our native mobile app.
- Manage real-time mobile-first incident response anywhere.
- Equip your IT engineers with the tools to communicate with customers and colleagues from their mobile phone or tablet and resolve user requests faster than ever.
- Keep your team up-to-date with real-time push notifications and single-click navigation to related incident tickets and work orders.
Ready-to-use, customizable incident management workflow
The key to a successful incident management is establishing a solid process.
- Leverage our robust, ready-to-use ITSM workflow pack that contains all the necessary components for effective incident management.
- Easily apply ITIL principles and industry best practices to mitigate service disruptions and restore IT services faster.
- Stay on track with your service quality targets with automated incident prioritization as your SLAs require.
- Use out of the box or tailor to your need our pre-configured ticket automation and escalation processes, with just a pair of clicks.
- Ensure control over processes with seamless Problem Management and Change Management integration.
Keep all tools handy
- Launch your favorite tools directly from incident tickets using a wide arsenal of ready-to-use integrations. Ping affected computers, open a Remote Desktop session, search the Microsoft Knowledge Base, reset a user’s password — these and other quick ready-made solutions are available at just a single click.
- Enrich your incident management process. Integrate our native self-service portal with your favorite chat solution. Automatically create incidents from chat session transcripts.
- Do you use Microsoft Teams, Slack, or another tool for collaboration? Connect it to our solution and immediately notify your service support team members when a new incident is submitted, a problem is escalated, or any other important event occurs.
Stay on top of things with incident management
Monitor all service support activities and stay on top of incidents in real-time using our smart Incident Management dashboards and charts
Track your incident management success with pre-packaged key performance indicators (KPIs) reports
